--- sourceDocument: Australia Healthcare and Life Sciences sourceDocumentLink: https://www.servicenow.com/docs/r/australia/healthcare-life-sciences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Healthcare and Life Sciences ft:clusterId : - hcls bundleId : - hcls workflow : - Customer and Industry --- # Explore # Exploring EMR Help {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring EMR Help EMR Help is a ServiceNow application designed to streamline how clinicians submit service requests directly from their Electronic Medical Record (EMR) systems. It automates the creation and routing of service requests---such as IT or healthcare-related issues---allowing clinicians to report problems without leaving their workflow. This integration enhances clinician efficiency by minimizing disruptions and enabling faster issue resolution. Show full answer Show less When a clinician raises a request via the EMR system, EMR Help automatically generates a corresponding service request in the ServiceNow instance, including relevant patient information. Healthcare agents can then manage and resolve these requests within ServiceNow. Note that healthcare case requests require custom healthcare case types to be configured beforehand. ## Key Features * **Direct Request Submission:** Clinicians submit service requests from within the EMR system, eliminating the need to switch applications. * **Automated Service Request Creation:** Requests raised in the EMR system are automatically replicated as records in ServiceNow for efficient handling. * **Integrated Workflow:** Service agents receive and resolve issues via ServiceNow, ensuring timely support and tracking. * **Custom Healthcare Case Support:** Supports custom healthcare case types for specific healthcare-related service requests. ## Key Outcomes * **Time Savings:** Clinicians can focus more on patient care by submitting requests without leaving their EMR environment. * **Improved Visibility:** Service desk agents gain better tracking capabilities through task-based records like cases, incidents, and work orders. * **Faster Issue Resolution:** Seamless communication between clinicians and service agents expedites problem-solving. ## Next Steps To implement and leverage EMR Help effectively, customers should explore configuration guides for setting up EMR Help, creating requests within the EMR system, and managing the resolution of requests in ServiceNow. Additionally, configuring custom healthcare case types is essential for fulfilling healthcare case requests. Learn more about the available features offered by EMR Help to help create a seamless experience for your clinicians to raise requests from an external EMR system. ## EMR Help overview {#emr-help__section_gvn_nl2_nnb} Optimize clinician time in delivering patient care by automating and routing EMR service requests from clinicians to the right teams. If an issue-reporting capability is not available within an EMR system, clinicians might not have time to report the issue, which results in unreported issues or delayed resolutions. Having to access a separate issue-reporting process takes clinician time away from patients and interrupts routine workflows. For example, a clinician might encounter an IT or healthcare-related issue while viewing a patient record. With EMR Help, the clinician can request service directly within the EMR system, which automatically creates a service request in a ServiceNow instance. Necessary details such as patient record are added automatically and the service agent can quickly and effectively solve the issues detected by the clinician. The EMR Help application integrates an EMR system with your ServiceNow instance to enable clinicians to submit service requests from within the EMR system. An equivalent record is created in your ServiceNow instance for each service request. A healthcare agent can then look into and resolve such records from your ServiceNow instance. Note: The healthcare case request capability can only be fulfilled for custom healthcare case types. To fulfill healthcare cases, you must first create your own custom healthcare case type. For more information on this, see [Configure healthcare case types for EMR Help](https://www.servicenow.com/docs/LyGuxZZJsEx5gLmbXV6z5A "Configure healthcare case types for EMR Help to fulfill service requests made from the EMR Help portal."). ## EMR Help workflow {#emr-help__section_rzm_ngq_h1c} In the EMR Help workflow: 1. An administrator configures the EMR Help application to address different types of clinician issues submitted from an EMR system. 2. A clinician detects an issue and creates a service request from directly within the EMR system using the EMR Help portal. 3. A hospital desk service agent receives the request and fixes the issue using a ServiceNow instance. {#emr-help__ol_xsz_pgq_h1c} ## EMR Help benefits {#emr-help__section_p5n_nl2_nnb} EMR Help provides the following benefits: {#emr-help__table_bmy_ml4_xzb__entry__3} | Benefit | Feature | Users | |-|-|-| | Save time by submitting requests to your ServiceNow instance directly from an EMR system. | [Create requests within your EMR system](https://www.servicenow.com/docs/NYK3NZcEvSu5j80hdbtV0Q "You can request service directly within the EMR system which automatically creates a service request in a ServiceNow instance") | Clinician | | Enjoy improved visibility by tracking task-based records such as cases, incidents, or work orders. | [EMR Help data model](https://www.servicenow.com/docs/ucbyG3U7Oh61nxCUdKBoXw "The EMR Help data model enables clinicians to submit service requests on your ServiceNow instance from an EMR system.") | Service Desk Agent | | Automatically transmit instance information to hospital service desk agents. | [Resolve EMR Help requests](https://www.servicenow.com/docs/ErfHXNlXPGuZo320BlT2bw "You can use a ServiceNow instance to resolve requests generated in the EMR Help service portal.") | Service Desk Agent | [Table 1. EMR Help Benefits] {#emr-help__table_bmy_ml4_xzb} ## What to explore next {#emr-help__section_n5j_cnk_hcc} To learn more about configuring and using EMR Help, see: * [Configuring EMR Help](https://www.servicenow.com/docs/s4VvMXIg60uEvS~J2dxiPA "Set up the EMR Help application to address different types of clinician issues submitted from an EMR system.") * [Create requests within your EMR system](https://www.servicenow.com/docs/NYK3NZcEvSu5j80hdbtV0Q "You can request service directly within the EMR system which automatically creates a service request in a ServiceNow instance") * [Resolve EMR Help requests](https://www.servicenow.com/docs/ErfHXNlXPGuZo320BlT2bw "You can use a ServiceNow instance to resolve requests generated in the EMR Help service portal.") * [EMR Help reference](https://www.servicenow.com/docs/YgF10_NO47dVKc0BnCw0Nw "Reference topics provide additional information about EMR Help features.") {#emr-help__ul_oxh_fnk_hcc}